Morgen Michal
Beklager det forsinkede svar. Find kommunikation fra CSC-agenten, der har været i kommunikation med spilleren.
Jeg nåede ud til spilleren under opkaldet, og vi gennemgik hans afspilningserklæring og forklarede, hvordan gevinsterne blev akkumuleret fra:
Den 19. juli indsatte Nikko $40 og benyttede sig af et 120% match tilbud. Han spillede med dette beløb, men tabte desværre det hele. Efterfølgende konverterede han sine loyalitetspoint til Big Game gratis spins. Efter at have spillet disse gratis spins, blev han tildelt en $43,30 bonus. Nikko spillede derefter med denne bonus, opfyldte gennemspilningskravene og formåede at akkumulere gevinster op til $700. Han fortsatte med at anmode om en hævning på $620.
Under rutinegennemgangen opdagede finansafdelingen, at disse gevinster stammede fra loyalitetspoint. I henhold til vores vilkår og betingelser, specifikt paragraf 11.11.4, er der en maksimal udbetalingsgrænse på $100 for gevinster fra indløste loyalitetspoint.
Han accepterede resultatet, efter jeg havde forklaret ham det, da han ikke var klar over den maksimale indbetalingsgrænse på loyalitetspoint.
Med venlig hilsen
Mandarin Palace Casino
Morning Michal
Apologies for the delayed response. Please find communications from the CSC Agent that has been in communication with the player.
I reached out to player on the call and we went through his playback statement explaining how the winnings were accumulated from:
On July 19th, Nikko deposited $40 and took advantage of a 120% match offer. He played with this amount but unfortunately lost it all. Subsequently, he converted his loyalty points into Big Game free spins. Upon playing these free spins, he was awarded a $43.30 bonus. Nikko then played with this bonus, met the playthrough requirements, and managed to accumulate winnings up to $700. He proceeded to request a withdrawal of $620.
During the routine review process, the finance department discovered that these winnings originated from loyalty points. According to our Terms and Conditions, specifically clause 11.11.4, there is a maximum withdrawal limit of $100 for winnings derived from redeemed loyalty points.
He accepted the outcome after I explained it to him, as he wasn’t aware of the max cash-in limit on loyalty points.
Regards
Mandarin Palace Casino
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